Job Description

Accountability & Responsibilities of Role:

Respond to customer inquiries and issues via live chat and messaging platforms in a timely and professional manner.

Provide accurate information regarding products, services, billing, and policies.

Troubleshoot problems and guide customers through step-by-step solutions when needed.

Manage multiple chat conversations simultaneously while maintaining high-quality responses.

Escalate unresolved or complex queries to the appropriate support level or department.

Log all customer interactions accurately and thoroughly into the CRM or ticketing system.

Follow chat scripts, tone guidelines, and brand voice standards to maintain consistency.

Meet or exceed performance targets such as Chat Response Time, Resolution Time, and Customer Satisfaction (CSAT).

Required Skills & Qualifications:

Must-Have:

0-3 years of experience in chat-based customer service or contact center role.

Excellent written communication skills with strong grammar, punctuation, and tone awareness.

Ability to multitask and manage concurrent chats effectively.

Strong typing speed and accuracy (typically 35+ WPM).

Familiarity with chat platforms and CRM tools.

Nice-to-Have:

Experience using tools like Zendesk Chat, Intercom, LivePerson, or Fresh Chat.

Exposure to omnichannel support environments.

Multilingual skills are an advantage.

Job Type: Full-time

Pay: ₹30,000.00 - ₹45,000.00 per month

Benefits:

Provident Fund
Work Location: In person